Distribution Hub Manager

Introduction

The Hub Manager is responsible for the safe, efficient and cost-effective operation of a large, high-volume e-commerce courier hub. The role oversees inbound receiving, parcel sorting, dispatch, returns and exception handling while ensuring that service-level agreements, delivery cut-off times, quality standards and customer commitments are consistently achieved.

The Hub Manager leads a multi-shift operation and works closely with transport, last-mile delivery, customer service, security, facilities, technology and commercial teams. This position requires a hands-on leader who can manage operational complexity, respond quickly to changing parcel volumes and build a disciplined, accountable and safety-focused culture. Duties & Responsibilities

Operational management

• Take end-to-end responsibility for the hub’s daily operations across inbound, sortation, staging, dispatch, returns and parcel exceptions.
• Ensure parcels move through the hub accurately and within agreed processing and delivery timelines.
• Develop daily and weekly operating plans based on forecast volumes, available capacity, staffing levels and transport schedules.
• Manage peak periods, promotional events and seasonal volume surges through effective capacity and contingency planning.
• Monitor operations in real time, identify bottlenecks and coordinate rapid corrective action.
• Maintain effective shift handovers and consistent operating standards across all shifts.
• Ensure contingency plans are in place for system outages, equipment failures, severe weather, transport disruptions and other operational risks.

People leadership

• Lead, coach and develop Shift Managers, Supervisors, Team Leaders and frontline employees.
• Set clear performance expectations and establish accountability for safety, productivity, quality and service.
• Ensure staffing and shift structures are aligned with forecast workload and operating requirements.
• Manage attendance, overtime, employee relations and performance issues in line with company policies and applicable labour legislation.
• Build a high-performance culture based on teamwork, discipline, continuous improvement and customer focus.
• Support recruitment, onboarding, training, succession planning and talent development.
• Promote effective communication and employee engagement across a large, diverse workforce.

Service and performance management

• Deliver agreed service levels for receiving, sorting, dispatch and on-time departure. • Track and improve operational performance against key measures, including: ◦ Parcels processed per hour ◦ Cost per parcel ◦ On-time dispatch and departure ◦ Sortation accuracy ◦ Misroutes and failed scans ◦ Parcel loss and damage ◦ Backlog and dwell time ◦ Returns turnaround time ◦ Labour productivity and overtime ◦ Fleet or line-haul utilisation ◦ Customer complaints ◦ Safety incidents and employee attendance • Conduct regular performance reviews and implement recovery plans where targets are not achieved. • Provide accurate operational reports, forecasts and performance updates to senior management.

Cost and resource management

• Manage the hub’s operating budget and control labour, transport, consumables, maintenance and other operating expenses.
• Optimise workforce deployment, shift patterns and equipment utilisation without compromising safety or service. • Review cost and productivity trends and implement sustainable efficiency improvements.
• Approve expenditure within delegated authority and maintain appropriate financial controls.
• Support annual budgeting, resource planning and capital-expenditure proposals.

Quality, security and compliance

• Ensure compliance with health and safety requirements, courier regulations, company policies and standard operating procedures.
• Maintain parcel security, chain of custody and accurate scanning throughout the operation.
• Reduce losses, theft, fraud, damage, misroutes and unauthorised parcel handling.
• Coordinate incident investigations and ensure corrective and preventative actions are completed.
• Maintain operational readiness for internal, customer and regulatory audits.
• Ensure controlled items, high-value shipments and customer data are handled appropriately.
• Work closely with security teams to maintain effective access control, surveillance and loss-prevention measures.

Continuous improvement and technology

• Analyse operational data to identify root causes, recurring failures and improvement opportunities.
• Lead continuous-improvement initiatives using Lean, Six Sigma or comparable methodologies where appropriate. • Standardise workflows and embed improvements through documented procedures, training and performance controls.
• Support the implementation and optimisation of warehouse, transport, scanning and sortation systems.
• Ensure employees use operational systems and equipment correctly and that master data and reporting remain accurate.
• Partner with technology and engineering teams to resolve system and automation issues with minimal operational disruption.

Stakeholder management

• Coordinate closely with line-haul, middle-mile and last-mile delivery teams to maintain reliable parcel flow.
• Work with commercial and customer-service teams to resolve escalations and protect key client relationships.
• Manage relationships with labour providers, transport partners, maintenance contractors and other suppliers.
• Communicate capacity constraints, operational risks and service impacts clearly and promptly.
• Represent the hub in regional and national operational meetings.

Desired Experience & Qualification

Minimum requirements

• Bachelor’s degree or equivalent qualification in Operations Management, Logistics, Supply Chain Management, Industrial Engineering or a related field.
• At least 7 years’ experience in logistics, courier, parcel, fulfilment, distribution or warehouse operations.
• At least 3 years’ experience leading a large, complex and preferably multi-shift operation.
• Demonstrated experience managing high parcel volumes, frontline workforces and operational budgets.
• Working knowledge of warehouse, transport or parcel-management systems and scanning technology.
• Strong competence in operational reporting and data analysis.
• Willingness and ability to work flexible hours, including nights, weekends and public holidays, when operationally required.

Preferred experience • Experience in e-commerce fulfilment, express parcel delivery or last-mile logistics. • Experience managing automated or semi-automated sortation equipment. • Lean, Six Sigma, continuous-improvement or project-management certification. • Experience managing seasonal peaks and rapid volume growth. • Knowledge of applicable labour, occupational health and safety, transport and data-protection requirements.